The Importance of a Unified Communications Strategy

ATLANTA, GA – September 29, 2016

In a recent interview with sales expert Barbara Giamanco, former Microsoft executive Marietta Davis exchanged ideas about the importance of a Unified Communications Strategy to deliver a better customer experience throughout the customer journey from acquisition through end of service. The conversation covers a variety of topics relating to CRM and Customer Communications Management (CCM) technology, with a specific focus on how the two technologies are essential parts of any comprehensive communications approach. Davis highlights the complementary nature between CRM and CCM technology, and provides examples of how CCM can help companies effectively communicate the more advanced messaging strategies that CRM is enabling companies to create.

The full interview can be found here.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

Inlet Predicts Rise in Digital Communications for Utilities

New_Slider_3In a press release on September 14th, Inlet announced the results of two separate studies based on surveys of 3000 customers and 115 industry representatives. The studies, done in collaboration with research and media company Zpryme, revealed that utilities are focused on improving and expanding the digital customer experience in response to growing customer demand for mobile and digital interaction channels. According to Zpryme research director H. Christine Richards, “65% of utility respondents agree that improving the customer’s digital experience is a high priority.” Similarly, Inlet Vice President and General Manager Christopher Johnson highlighted the impact of millennials in saying that “utilities realize that millennials are a significant audience and that meeting their needs will require more digital integration.”

Similar trends are impacting the banking and insurance industries, and utilities may be feeling the impact of increased digital customer interactions in these and other industries. DataOceans Chief Strategy Officer Dave Hickson says that, “customers no longer compare their experiences within industry verticals, but instead compare their experience with your company to the best experience they have ever had – and that now certainly includes digital interactions.” As utilities begin to focus on digital communications, it is important that they take a unified approach to customer communications. Technology advances now enable business users to deliver targeted content direct to the consumer, across all devices, through responsive design and HTML5 capabilities. This greatly improves the customer experience while also allowing utilities to deliver valuable messages to their customers on the devices they want to use.

Click here to learn more about how DataOceans can help transform your customers digital experience.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its platform.

How CCM Can Bring Personalization to Telcom

ATLANTA, GA – August 15, 2016

A recent Deloitte article published in the Wall Street Journal (accessible here) gives a great overview of the customer retention problem that many telecom companies are facing today. The challenge centers on how telecom companies attempt to personalize communications and identify which customers should be retained and which customers should be let go. The authors point out that while “telecom CMOs (are) increasingly seeing the ability to leverage customer data as a competitive differentiator, they need IT’s help sorting out the data mess. Unfortunately, in many telecom companies, IT lacks the speed and responsiveness marketing seeks.”

Telecom companies want to use the valuable customer data that they have curated for years, but are faced with the challenge of overcoming siloed data and organizational structures. While the authors suggest that the solution to this problem is a “More Perfect Union” between Marketing and IT, this is typically not a short term or low-cost solution – it likely involves extensive process re-engineering and months of change management to properly execute, all with the help of management consultants and change management experts.

While this may be a viable long-term solution for some companies, an alternative (cost effective) solution would be to use hosted managed service CCM providers. CCM service providers have extensive expertise in aggregating disparate data sources for the expressed purpose of improving the customer experience around communications, delivering targeted content to customers based on demographic and billing information.

Telecom companies can spend millions of dollars trying to build and manage the technology infrastructure required to support the type of customer retention program described by the authors, hoping to get it right. OR they can adopt a best of breed solution that could rapidly enable this capability with limited reliance on corporate IT.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted content with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

Anticipating Customer Expectations For Online Payments

ATLANTA, GA – August 5, 2016

For years, pundits and prognosticators have predicted the end of times for checks and cash in consumer transactions. However, the reality has been that checks and cash, while declining in use, are still hanging on at the register with checks even in use for some online transactions. Recently, the restaurant industry has started to lead what may be a transition to a cashless society.

According to a July 30th New York Times article, salad chain Sweetgreen, recently stopped accepting cash at several of its 48 restaurants. The chain, which had seen a decrease of cash transactions from 40% to less than 10% over the past 9 years, braced for pushback to this new tactic. However, the result is that “barely anyone noticed” the change, and there was no social media backlash or reduction in patronage. As more companies move to transition their billing and invoicing processes to digital delivery and online payment processing, consumers have demonstrated that they are embracing digital payment options. While Sweetgreen’s avoidance of cash or Starbucks use of mobile apps for payments doesn’t signal a watershed moment in a move to a cashless society, it is indicative of consumer comfort levels and the increased willingness of consumers to move towards a more frictionless experience. This is very important in the real of B2C billing and payment processing, as customers increasingly draw their reference points and expectations from their interactions in other settings.

As businesses (billers in particular) look to address the growing demand for online customer interactions, customer experience management, coupled with the ability of businesses to understand and meet customer expectations, should be the driving forces as businesses transform the way they interact with their customers. Businesses must improve their technological capabilities and business processes in order to achieve this lofty goal, but in many cases they aren’t equipped to make this transition. Businesses should decide whether or not they want to take on the challenge of developing and hosting these capabilities (instead of focusing on their core competencies) or work with Hosted Managed Services providers who can help navigate the complex waters of communicating with their customers in the rapidly evolving world of Customer Communications Management.

About DataOceans

DataOceans offers hosted customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

USPS Introduces Color Transpromo Pricing Promotion

ATLANTA, GA – July 1, 2016

Effective July 1st, the United States Postal Service has introduced a 2% postage discount for eligible mail pieces. In order to be eligible for this promotional rate, organizations that produce bills or statements must leverage personalized dynamic/variable color on their print statements – simply adding color to a mailing does not qualify for the discount. According to the USPS, “Color transpromo promotional ads can reduce cost and provide relevant personalized information to the recipient. This may result in reduced call center costs and increased customer adoption or acquisition.”

As long-time believers in the power of personalized, color, promotional onserts, DataOceans is excited to see this promotional offer from the USPS. This promotion is intended to increase the use of targeted messaging on print statements to improve the customer experience and DataOceans Targeted Content Manager (TCM) can help organizations rapidly deliver personalized transpromotional (Transpromo) messaging, as a part of the DataOceans Oceanus CCM platform. Lawrence Buckley, DataOceans Director of Marketing and Business Development, says that, “using bills and statements to deliver personalized promotional onserts is an excellent way to improve cross and upsell success, while also reducing the waste associated with envelope stuffers.”

The promotion is limited to First Class commercial letters that are part of an IMb Full-Service mailing. Full requirements are available here. For sample promotions, click here.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90-120 days without significant involvement of client IT resources and offer interactive experiences, personalization, and highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and its products.

Ads Evolve Into New Forms as Media Landscape Shifts

ATLANTA, GA – May 9, 2016

The media landscape is changing as consumer preference for viewing television content shifts from the TV to a viewing experience that involves laptops, tablets, phones and TVs. As consumer preference is shifting, so too is ad spending. In a May 8th article, The New York Times’ Sydney Ember reported that, according to the Interpublic Group’s Magna Global, “digital media is expected to pass TV as the biggest advertising category in the United States this year, with roughly $68 billion in ad sales compared with $66 billion for TV”. But this huge market expansion has necessitated a tactical shift from the 30 second ad spots on TV.

As advertisers shift where they place their advertisements, they are also realizing that they need to shift their design approach in order to capture consumer attention spans. As more and more online users are resorting to ad blocking technology, advertisers are seeking less abrasive means of generating impressions, giving rise to the concept of “sponsored content”. While the article brings up the issue confronting many advertisers that “advertisers want their ads to look less like ads even as they are fighting harder for attention” from consumers in the digital world, another important issue is how to make sure that advertising content is relevant to each consumer.

As organizations like Condé Nast, Hulu, BuzzFeed and The New York Times begin to blur the line between news and “sponsored content”, consumers are faced with the challenge of sifting through information to find relevance. In order for advertisers to regain the power of the “Mad Men” days, they must improve the availability, digestibility, and the relevance of their content without consumers feeling hoodwinked by “sponsored content”. Solving this challenge will help brands achieve greater cross-selling and share of wallet, the ultimate goal of any advertising campaign.

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and mobile phone deliveries.  Newly transformed customer communications can be quickly implemented without significant involvement of client IT resources and offer interactive experiences, personalization, highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and our products.

Digital Transformation

DigitalEngagement

The importance of buying outcomes, not promises

Tony Byrne, the founder of Real Story Group, recently published an article in Document Strategy’s Winter edition. In his article, Tony highlights Real Story Group research that enterprises need to be aware of the gap between reality and the capabilities that vendors say they can provide as well as potential gaps in an enterprise’s ability to leverage digital tools to their full potential. These two gaps, which he labels the Hyperbole and Capacity Gaps respectively, can severely limit the ability of an enterprise to achieve the promised ROI.

Tony highlights the need for enterprises to consider moving away from big name vendors and pursuing truly best of breed solutions from smaller providers. Read his article by clicking the link below:

Digital Transformation

How Hosted Managed Services are Transforming Customer Communications Management

DSF

Stephanie Pieruccini, Vice President of Research and Enterprise & Technology Consulting Services at Madison Advisors, wrote a featured piece for the Winter edition of Document Strategy. Stephanie proposes that enterprises partner with CCM Hosted Managed Service providers to get the most out of their technology and avoid paying for features and functions that they will not be able to leverage as an organization.

Click the link below to read her story:

Customer Communications Hosted Managed Services

The Road Ahead

BlogPost2

Retail Banking at an Inflection Point

ATLANTA, GA –

The banking industry has undergone more change in the past 5 years than in the past three decades. New competitors and operating models. Increased regulatory burden. And perhaps most importantly, changing consumer expectations and channel behavior.

The cross-currents are significant: where to win, what strategies to use, and how to best realize the future.

We surveyed industry leaders to gain their perspective on the challenges ahead. Their insight has been combined with those of our management team to provide this point of view on how to win in the new environment:

  • Transforming distribution
  • Improving customer revenue
  • Attracting the digital customer
  • Simplifying business models

PDF Article Here – http://files.ctctcdn.com/78a54708001/964da8ea-96b3-4381-a94e-631853e252c4.pdf